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Business Profile

Fitness Center

Planet Fitness-Lakewood

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last February the local Planet Fitness in Lakewood, NY started a mask mandate for the gym attendance. I was not able to wear a mask and work out so I called and cancelled my membership. I was under the impression that I had cut ties with the gym and everything was set. I just found out that they they were charging my Insurance wellness card after a two month break. I realized this after they ran out of money on the wellness card and they started charging my credit card. As soon as I realized they were still charging me I called. I talked to the company several times. I have proof I never went to this place again. I have actually only gone two times in my life. They sent me my attendance check in and my payment history so I attached that to this complaint for proof. I had absolutely no idea they were charging me until 12/06/2022. I only asked for the portion back they charged my credit card for $61.99. What they did without my knowledge is theft and they are unwilling to refund a small amount.

    Business Response

    Date: 02/02/2023

    Regarding complaint ********, this matter has thoroughly been looked into to assist our member however we can. There is no record of a cancellation or an attempt of one on file however there is record of a temporary membership freeze. Membership agreements specifically state the ways to cancel, calling the club to do so is not permitted. Members also receive a copy of their cancellation to confirm and minimize errors.  With this case we have determined this was a misunderstanding and have issued a courtesy refund to the member. We hope to see them back in the future. Thank you           

    Nick W**********
    Area Manager

Planet Fitness-Lakewood is NOT a BBB Accredited Business.

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